Category: Digital Banking

How does your Credit Union’s operations strategy align with and drive your digital strategy? Credit Union mergers and consolidation has caused the number of CU charters to decrease by 35.3%, down to 5,859, since 2005 (bank charters are down to 5,856). Undoubtedly, online and mobile app usage continues to increase due to ease of use, efficiency, cost and availability. The average number of branches per CU charter has increased (likely due to aforementioned consolidations).

This is a great case study from Callahan & Associates (creditunions.com) around Citadel FCU’s (https://www.citadelbanking.com/) efforts to improve their members’ digital experience. By way of some context, Citadel is a $2.8B asset CU based in Exton, PA.

I like the overall approach here – not just looking at this effort as a cosmetic website redesign, but taking a holistic look at the member experience as it relates to online and mobile: